Holiday Inn Express & Suites Victoria by IHG — Hotel in Victoria

Hello,

I would like to express my extreme disappointment in my stay at Holiday Inn express in Victoria, TX. Quickly upon our arrival I knew we had made a mistake by staying here. As soon as we entered the hotel it was dark, dingy, and dirty. As we went to the room we saw the horrible carpet and holes all over the walls. I don’t think the carpet has every been cleaned in the halls or in the actual room.

In the room the dirty floor was gross, bathroom not clean, holes in the walls in the bathroom, hair on the towels, and a roach in the bathtub! There was water damage on the floor. The shower curtain is so thin that water ended up all over bathroom floor to where we had to get more towels. I tried to call the front desk and our room phone from 1980 would not work. So I had to go downstairs and get more towels.

The next morning I went to the fitness center. Apparently it was closed with no signs and no one telling us that. When my key didn’t work I went to the front desk where a woman was in the GM office watching a movie on her phone, she didn’t come to the desk until I knocked on it, but don’t worry she continued to watch the movie on her phone while I am trying to figure out what is going on. She was rude and snippy. Frustrated with the customer service I went back to my room.

Throughout our stay I never saw the two women behind the desk. They were always sitting in the chairs by the door playing on their phones or FaceTiming people with the volume up. Just absolutely ridiculous and unprofessional!

Breakfast, was never hot, asked for more sausage and was ignored twice. Staff was very short and rude.

Room service - knocked on the door early every morning before 8 and 9! This was just ridiculous and extremely frustrating while trying to sleep! Then on the day we check out housekeeping is knocking on the door asking when we will be out for them to clean the room (it was 8:58am we still had 3 hours). This was just extremely frustrating!

Overall we did not have a good experience in this very dirty and dingy hotel with rude and unprofessional staff that would rather sit on their phone instead of do their job. For $100 a night I expected much more. This is very overpriced for what you get and the...

First of all, let me declare that I am and have been a loyal IHG patron for years. However, I’ve been recently discouraged with establishment conditions, an unresponsive website (a 50 / 50 chance to get logged in) and multiple billing issues.

Let’s begin with the website. Far too often, when you try to log in, with your IHD credentials, the website is unresponsive and will not log in. In addition, when you try to connect and communicate, the website will not progress and keeps reverting to the login screen. While attempting to communicate with the online “chatbox” I receive a “socket hang up” message…very frustrating.

Secondly, when I finally reach someone at IHG Rewards Center (by phone); I briefly spoke with Francis on 11-09-2022 at around 9:09 CST. That conversation was quickly concluded with an unexpected disconnect…again, very frustrating.

The whole purpose of these efforts was to inquire about a recent reward night stay at the Holiday Inn located in Victoria, TX. This stay was a reward night stay (using my points); however, I was charged $28.25 for this stay. I have used point reward stays on multiple occasions and I’ve never been charged any amount for these applicable stays.

Finally, when I called the Victoria, TX establishment, on 11-09-2022, to inquire about the $28.25 charge for a “points stay” on 10-28-2022 (reservation 42264915); the front desk operator offered no explanation for the charge, offered no acknowledgement of my concern and simply stated that she would have a manager call me to discuss my concern. Finally, on 11-10-2022, at around 9 am, a representative from the Victoria, TX Holiday Inn called me and explained that there was an error on your staffs part and there should not have been a charge. She indicated that would correct it then send me an email reflecting a “zero” balance. Unfortunately, it's 2 pm on 11-11-2022 and I have not yet received that email confirmation.

In summary, I’ve not only been a long-time patron of the IHG brand; but I’ve become recently inconvenienced with brand standards at some locations, quality of service at some locations, and options for communication.

Please address...

My family and I were visiting Victoria for a Rosary and funeral. I stay at Holiday Inn on a regular basis in Abilene. I was so confident to choose the same hotel in our time of need. I knew my family and myself would be in good hands. Unfortunately, that was not the case. My complaint is not toward the receptionist, it is directed at the management of this location.

We were given the keys to our room and first noticed that 1 of the 2 complimentary bottled waters was half empty. This was not the deal breaker, THE TOWEL IN THE BATHROOM WITH FECES SMEARED ON IT WAS ! The manager was notified of the issue. We were given another room. We were given 2 keys to our new room. 1 key opened 321 and the other key opened 322. My wife and I were moving items to the rooms at different times and did not realize we were moving to separate rooms until we went opposite directions. Totally confused. Now we are a hour late to the Rosary and had our belongings in 2 different rooms on the 3rd floor. Once again, we had to go downstairs just to have front desk open 321 with the master key to retrieve our items. She apologized. At this point i was very disappointed. I wanted to discuss this matter further with the manager.

Pam, the manager pointed out that my family being moved to another room was our accommodation. I was blown away by her idea of how to handle this matter. Like she was doing us a favor by giving us a clean room. We should have been placed in one the first time. Feces !!!! Unsanitary. Biohazard.

My family and I will be visiting Holiday Inn in the future, but not at the this location.

The employees only did what they were directed to do. Pam on the other hand really set the wrong tone.

Holiday Inn front desk. Great job in helping us as much as you were allowed. Pam. You need more training in...